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Goodwill Industries of Southern New Jersey and Philadelphia · 1 week ago

CUSTOMER SERVICE MANAGER

Ewing Store - Ewing, NJ 08638

Full-time, Part-time

Onsite

Mid Level

$18.25/hr - $22.25/hr

Goodwill Industries of Southern New Jersey and Philadelphia is seeking a Customer Service Manager responsible for overseeing the sales floor and achieving sales goals. The role involves directing daily operations, leading a team, and ensuring excellent customer service standards are maintained.

Non-profit Organization Management

Responsibilities

Follow all Goodwill policies and safety procedures. Must possess professional etiquette

Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location

Maintains the day-to-day operations of the store including managing and meeting employee and customer needs

Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area

Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards

Reconciles and balances all daily paperwork

Opens and closes store

Processes sales transactions and customer returns

Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed

Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business

Staff recruit and retain top talent; proactively manages and reviews the performance and progress of Customer Service Associates

Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel

Provides regular mentoring, training, and coaching to develop skills of Customer Service Supervisor and Customer Service Associates

Collaborates with store leadership to establish clear company vision and ensure staff engagement

Conducts new goods inventory and ensures proper reporting

Coordinates efforts with various Goodwill divisions

Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform

Regular attendance is required

All other essential duties as assigned

Qualification

Customer ServiceBusinessFinancial ReasoningLeadershipTalent AcquisitionCommunicationSafety AwarenessEnthusiasmTeam PlayerProblem SolvingReliabilityIntegrityWorking Under PressureFlexibilityAttention to Detail

Required

Drive Results Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwills mission

Leadership Ability to lead effectively in a demanding, fast paced, team environment. Possess the ability to motivate others to achieve. Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance

Communicate Effectively Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions. Using Professional communication. This includes strong listening skills. Fostering collaboration at every level of the organization

Exceed Customer Expectations Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a will to win in the marketplace

Demonstrate ability to be self-motivated and take initiative

A collaborative team player able to partner with others to achieve business outcomes concerned with the team success as well as individual performance

Visible Leadership skills can motivate others to achieve

Solution oriented, decisive by nature

Strong work ethic with good attention to detail

Influencing and negotiation skills

Make Sound and Timely Decisions Using knowledge and experience to make sound decisions that will impact business goals and strategies; creates an environment where other Leaders and/or Team Members are empowered to make decisions

Apply Business and Financial Reasoning Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors (e.g. volume vs. price). Understanding how the financial performance of ones business unit contributes to the success (or failure) of the overall organizational mission, We Put People to Work

Acquire and Retain Top Talent Creating the highest quality workforce by ensuring talent acquisition and talent management processes focus on attracting, hiring, developing, promoting, and retaining high performers, thus ensuring Goodwill becomes a best in class organization

Value and Respect Diversity Interacting sensitively with others and within teams; acknowledging the feelings, and responding to the concerns of Leaders and/or Team Members; and recognizing the potential contributions of all Leaders and/or Team Members

Reliability The trait of being dependable and trustworthy

Safety Awareness Ability to identify and correct conditions that affect employee safety

Honesty/Integrity Ability to be truthful and be seen as credible in the workplace

Accountability Ability to accept responsibility and account for his/her actions

Working Under Pressure Ability to complete assigned tasks under stressful situations

Enthusiastic Ability to bring energy to the performance of a task

Accuracy Ability to perform work accurately and thoroughly

Ability to communicate and understand instructions, both verbal and written, in English

Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours

Must have valid drivers license in good standing

Physical Demands and Work Environment

Ability to be flexible and assist other areas of the store when needed